Terms and Conditions

1. Who we are

Memory Bears by Laura creates handmade memory keepsakes from clothing supplied by our customers.

Customers are welcome to contact Laura before ordering if they are unsure whether their clothing or chosen keepsake is suitable.

2. Our keepsakes

Our memory bears, keepsake animals, cushions and related products are individually handmade using clothing supplied by you.

Because every keepsake is handmade from different garments and fabrics, every finished item is unique.

Fabric placement, pattern positioning, stitching, shape and other handmade details will naturally vary from the examples shown on our website.

Photographs on the website show examples of our work and are intended to demonstrate the general style and finish of our keepsakes.

We cannot guarantee that one customer's finished keepsake will look identical to another.

Where stated on the relevant product page, our memory keepsakes are decorative keepsakes rather than toys.

3. Placing an order

Please check the details of your order carefully before submitting it.

You are responsible for ensuring that:

• the correct keepsake has been selected;
• any personalisation text is entered correctly;
• relevant notes and instructions are accurate; and
• your contact and delivery information is correct.

Optional extras and their additional prices are shown before checkout.

The total amount payable will be displayed before payment.

An order is accepted once payment has been successfully received and we have sent confirmation of the order.

If we are unable to accept an order after payment has been made, we will contact you and arrange the appropriate refund.

4. Sending your clothing

After your order has been confirmed, we will send you instructions explaining how and where to send your clothing.

Please follow the instructions provided and include your order number where requested so that your clothing can be matched correctly to your order.

You are responsible for the cost of sending your clothing to Memory Bears by Laura.

We strongly recommend using a tracked postal or courier service, particularly when sending sentimental or irreplaceable clothing.

We will notify you when your clothing has been received.

Please send clothing clean and in reasonable condition unless something different has been agreed with Laura.

If the clothing supplied is unsuitable, insufficient, damaged or otherwise prevents us from completing the order as requested, we will contact you to discuss the available options before continuing.

5. Handmade turnaround

Our current estimated turnaround is approximately 6–10 weeks from the date we receive your clothing.

The turnaround begins when the clothing required for your order has been received.

It does not begin on the date that you place the online order.

This is an estimated turnaround rather than a guaranteed completion date.

Handmade work can occasionally take longer due to:

• the condition or suitability of supplied clothing;
• particularly complex personalisation;
• larger or multi-item orders;
• illness;
• circumstances outside our reasonable control; or
• situations where we need to contact you before continuing.

If we become aware of a significant delay affecting your order, we will contact you.

If you need a keepsake for a specific birthday, anniversary, Christmas or another particular date, please contact Laura before ordering.

Do not assume that the estimated turnaround guarantees delivery by a specific date.

See Delivery and Turnaround for more detail.

6. Personalised and custom-made goods

Our keepsakes are made specifically for each customer using clothing supplied by that customer.

Because these goods are made to your specifications and/or clearly personalised, the normal statutory change-of-mind cancellation right that applies to many distance purchases will generally not apply.

However, if you change your mind before work has begun, please contact Laura as quickly as possible.

Where cutting or production has not yet started, we may agree to cancel the order as a goodwill measure.

Once clothing has been cut or production of the personalised keepsake has started, we will normally be unable to accept a cancellation simply because you have changed your mind.

This does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise fail to conform to the contract.

See our Returns and Cancellations page for more detail.

7. Changes to an order

If you need to change personalisation, notes, delivery details or another part of your order, contact us as quickly as possible.

We cannot guarantee that changes can be made once production has begun.

If a requested change requires additional work or changes the price, we will explain any additional cost before proceeding.

8. Prices

The price shown for a product is its base price unless stated otherwise.

Optional extras are charged separately.

Any additional cost is shown when an extra is selected.

The final amount payable is displayed before payment.

Standard tracked UK delivery of the finished keepsake is included in the product price unless the website clearly states otherwise before checkout.

The customer remains responsible for the cost of sending their clothing to us.

9. Delivery of the finished keepsake

Finished UK orders include tracked delivery unless stated otherwise before checkout.

The order will be sent to the delivery address supplied by you at checkout.

Please make sure this address is accurate.

Where available, tracking information will be provided after dispatch.

We remain responsible for the finished goods until they are delivered to you or another person identified by you to receive them.

If an order is returned because the customer supplied an incorrect or incomplete address, we may ask the customer to pay reasonable redelivery costs.

10. Faulty, damaged or incorrect goods

We take care when making and checking every keepsake.

If you believe that your finished order is faulty, damaged, materially different from what was agreed or otherwise not as described, contact [email protected].

Please include your order number and, where helpful, photographs showing the problem.

The fact that a keepsake is personalised does not remove your statutory rights where goods fail to conform to the contract.

Depending on the circumstances and applicable consumer law, an appropriate remedy may include repair, replacement, price reduction or refund.

Nothing in these Terms excludes or restricts consumer rights that cannot legally be excluded.

11. Customer-supplied materials

Our work depends on the condition and characteristics of the clothing supplied by you.

Older, worn, stretched, delicate or unusual fabrics may behave differently during cutting and sewing and may require reinforcement or adaptation.

We will use reasonable care and skill when handling customer clothing.

If we identify a material problem which means that the requested design cannot reasonably be completed, we will contact you to discuss the available options.

12. Events outside our reasonable control

We are not responsible for delays caused by events outside our reasonable control.

If such an event materially affects your order, we will contact you as soon as reasonably possible.

Nothing in this section removes rights available to you under consumer law.

13. Complaints

If something has gone wrong, please contact Laura so that we can try to resolve the issue.

Please include your order number where applicable.

14. Your statutory rights

Nothing in these Terms and Conditions is intended to restrict your statutory rights as a consumer.

You can also read our Privacy Policy.

15. Governing law

These Terms and any contract between you and Memory Bears by Laura are governed by applicable UK law.

Nothing in these Terms removes mandatory consumer protections that apply to you.